Initial Business Response /* (1000, 8, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 22, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any inconvenience caused when returning his Ironman 30" Astroia Massage Table.
Our records indicate Mr. [redacted] contacted Fingerhut on December 30, 2014 wanting to return the Ironman 30" Astroia Massage Table he had purchase on December 4, 2014. A pre-paid label was sent out on December 31, 2014 to Mr. [redacted] via mail for the Massage Table to be picked up.
Mr. [redacted]'s account indicates he contacted Fingerhut Customer Service several times between January 2015 and March 2015 on the status of his return. Mr. [redacted] was advised that the return has not been received and an affidavit was sent out to Mr. [redacted].
We were able to locate the return tracking and can confirm we received the return on January 12, 2015. The return information did not process until March 10, 2015 when Mr. [redacted] contacted Fingerhut Customer Service. The representative was able to locate the return information and credit Mr. [redacted] the $169.99, leaving a balance of $65.99 for the original shipping and handling.
Per our return policy, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective or in the case of a shipping error."
As a courtesy we have removed the $65.99 original shipping and handling charge and credited the remaining late fee of $30.87 leaving Mr. [redacted]'s account at a zero balance.
Additionally, we updated this information to the credit reporting agencies and advise Mr. [redacted] to allow up to 60 days for the update to process.
Our customers are very important to us and we strive to assist and satisfy them. I trust with this explanation and credit we have done so with Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’ concerns regarding the time frame for our express shipping. Our records indicate Mr. [redacted] placed an order on May 11, 2016 for the Men’s Reebok Trailgrip Running Shoes in Brown size 11. Mr. [redacted]’ order shipped on May 12, 2016 and per the tracking information from the UPS website the order was delivered on May 16, 2016. Express delivery means the order will ship within 1 business day and delivered within 2 business days from the time it leaves our warehouse. Business days do not include weekends or holidays. The timeframe for express delivery is listed on our website. Based on the shipping and tracking information the requirements for express delivery were met and within the time frames stated. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she purchased a computer with a warranty from Fingerhut in April that is no longer working. She contacted Dell to have the computer repaired and it only worked for a brief period. She would like to have the computer replaced being she is still paying for the item. Our records indicate Ms. [redacted] purchased a Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer with a 2 Year Service Plan on April 9, 2016. On August 4, 2016 Ms. [redacted] contacted Fingerhut stating the computer she purchased was no longer working properly. Ms. [redacted] was advised all product concerns would need to be handled by the manufacturer, Dell, as the merchandise was still covered under Dell’s manufacturer warranty. Ms. [redacted] contacted Fingerhut on August 8, 2016 stating Dell had tried to fix the computer, but it was still not working properly. As a goodwill gesture to Ms. [redacted] we will be shipping her a new Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer. This order was placed on August 24, 2016 and has an expected delivery date of September 2, 2016. For future reference Ms. [redacted] should be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
According to company records the refund due for [redacted] under account# [redacted] was $73.08. This refund was processed on 4/**/16 and sent directly to the customer’s bank account. The customer has been provided contact information should he have additional concerns.
[redacted] and [redacted]'s refund check for ($160.05) wasprocessed as of October *, 2015. The check will be sent to the customer's current address on file. On October *, 2015, I spoke with [redacted] and I advised that the refund check of $160.05 was processed on October *, 2015. [redacted] confirmed he did receive an email a few days ago advising ofthe check being processed but has not received as yet. I explained I will update the Revdex.com of the status of the check and that I still have a follow up open and will contactthem on October **, 2015 to confirm refund check receipt if I do not hear from them before that date. [redacted]understood.
I am rejecting this response because:
Gettington has not credited my account, they added $24.36 for a total of $48.72 in late fees. For the record, PNC put the stop payment on the check the supervisor said had not been received. I want all bogus late fees removed from my account. Payment for January will be received on January 6 2017.
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] should expect to receive a billing statement each month, showing an amount due by a certain date each month. She can make payments on our website, by calling or us by mailing her payment in. If she needs to make payment arrangements, she...
can call us at ###-###-#### between the hours of 7:00am and 9:00pm, CT, Monday through Friday. We have credited a late fee as a courtesy, and that will be reflected on a future billing statement.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. No additional information was provided by [redacted] to warrant a change in Verizon’s decision. Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at 1/###-###-####. Thank you, Amy B. Verizon Executive Customer Relations 1/###-###-####
CONFIDENTIAL COMMUNICATION
March 23, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are sorry that Ms. [redacted] was told in November of 2015 that her due date would be changed. Our records indicate that on November 25, 2015 while Ms. [redacted] was on the phone with a representative who agreed to change her due date, she hung up before he was able to process this change. We advise it can take one to two billing cycles to be updated however, we show that the due date has remained the 7th of every month and has not changed.
There are no notes indicating a billing date change from our contact with Ms. [redacted] on December 1, 2015, however the note does mention that she would be able to pay on the third of each month. As a courtesy we have waived the last two late fees of $29.98 and $14.99.
Ms. [redacted] has expressed she would like her due date later in the month, but we need to speak to her to make this change. We attempted to contact Ms. [redacted] by phone on March 23, 2016 regarding her inquiry but were unsuccessful. We need Ms. [redacted] to call us at ###-###-#### so we may assist her further. As a reminder, we strongly encourage our customers to make payments on our website or by phone (same day or scheduled future payments) in an effort to avoid the possibility of late payments when mailed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Records indicate Ms. [redacted] contacted PayCheck Direct on April 14, 2017. During this phone call she was advised to send PayCheck Direct a copy of her bank statement showing payments were being withdrawn from her savings account. Ms. [redacted] contacted PayCheck Direct a second time on April 25, 2017. At...
this time she was advised PayCheck Direct is unable to refund the overdraft fees into her bank account. PayCheck Direct did receive a bank statement from Ms. [redacted] on April 25, 2017. No fees will be reversed. Ms. [redacted] was advised to contact PayCheck Direct to change bank account information, in which they never received contact from Ms. [redacted]. Should Ms. [redacted] have any additional questions regarding this matter she may contact PayCheck Direct’s Payment Department at ###-###-#### Monday-Friday 8:00AM-6:00PM Central Standard Time.
April 22, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015. For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####. Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
Company records show the customer’s was a part of a group trouble that has been resolved. Calls to confirm resolution with the customer on 6/*/15, 6/*/15, and 6/**/15 have been unsuccessful. A letter asking the customer to call has been mailed.
On 3/**/17, a Verizon representative spoke with the customer about the concern. The representative issued an adjustment to the account of $137.79 which include tax for the onsite installation charge. The representative also issued a 2nd credit of $29.99 for the...
activation fee as a courtesy due to customer service experience. We apologize for the inconvenience this matter caused.
Verizon dispatched a technician and repaired the service. Verizon has verified with the customer the service is working. Verizon has issued out of service credit for the high speed internet service based on the documented time out of service condition. This credit should be...
reflected on the September bill.We trust this information will help to resolve [redacted]' concerns.
The customer's service is not with Verizon but with [redacted]. Please serve this complaint to [redacted] so that they can follow the process and contact Verizon regarding the consumer's repair. Once [redacted] contacts Verizon, Verizon will be able to dispatch to assist the customer. To continue to serve Verizon with this complaint will only delay the customer's repair.
CONFIDENTIAL COMMUNICATION May 27, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she is rejecting our previous response due to the fact the Dell Inspiron 15.6" HD 4GB Windows 10 Laptop Computer was defective and not used very often. Ms. [redacted] is once more requesting a refund and insists that she returned it to us within the 90 day timeframe. She has indicated that she is disappointed in the customer service she received, specifically that we did not call her about the issue. Please understand, our return policy states that computers have to be returned within the 30-day home trial period. This applies to both credit and exchange. Ms. [redacted] placed the order for the laptop computer on March 5, 2016 and it was returned to us in the mail stream on April 26, 2016 (and the return was processed on April 28, 2016). Consequently, we are unable to make an exception to our thirty day return policy by accepting the computer as a return. We were not contacted by Ms. [redacted] prior to April 26, 2016 when the computer was returned to us. While we sympathize with Ms. [redacted]’ situation, we are bound by our company’s policies and procedures. Our return policy is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. We are sorry to hear that Ms. [redacted] has been disappointed with our customer service. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’ expectations. Again, we ask that Ms. [redacted] please refer to the manufacturer’s information received with her product and contact them to report the problem. The contact number for Dell is ###-###-####, representatives are available Monday-Friday 8 am - 9 pm. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION May 26, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states he enrolled in the SafeLine protection plan for his Fingerhut account, and “well over 7 weeks ago” he provided all required documentation for his disability claim. However, he states Fingerhut has not responded and continues to receive calls “at all hours and a minimum of 7 times each day.” Mr. [redacted] requests that the SafeLine agreement be honored. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
After reviewing Ms. [redacted]’s account, we show she placed an order on February 21, 2017 for the 36-inch 3-
Piece Wise Men Set and a pair of Keds shoes. The shoes were delivered on March 2, 2017 to Ms. [redacted]’s
address on file. When the shipping company delivered the 3-Piece Wise Men Set, they were...
delivered and left
at the front door.
When Ms. [redacted] contacted us on March 8, 2017 saying she did not receive the item, an affidavit for NonReceived
Merchandise was sent to her. After we received the affidavit, Ms. [redacted] was informed she would
need to provide a police report because there was a previous Merchandise Not Received claim on her account.
Ms. [redacted] contacted us back on April 10, 2017 to inform us that the police department would not file a report
as the issue was a civil matter. We then contacted the sheriff’s office regarding this issue. After speaking with
the sheriff’s office, there was no paperwork for this issue.
We were able to verify that Ms. [redacted] attempted to file a police report and will issue a credit for the missing
item. Ms. [redacted] will receive a credit of $151.68 for the item she did not receive, along with interest of $10.77,
bringing her account balance to $315.02. Ms. [redacted] will see the credit reflected on her statement within 1-2
billing statements.
If Ms. [redacted] has any issues going forward with not receiving her packages, we will require a physical copy of a
police report. We suggest that Ms. [redacted] ship her packages to a more secure address or adding the additional
protection to sign for her packages. Please note not all orders qualify for this service and there is an additional
charge of $3.50.
If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service
Initial Business Response /* (1000, 8, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 22, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
I sincerely apologize to Mr. [redacted] for any inconvenience caused when returning his Ironman 30" Astroia Massage Table.
Our records indicate Mr. [redacted] contacted Fingerhut on December 30, 2014 wanting to return the Ironman 30" Astroia Massage Table he had purchase on December 4, 2014. A pre-paid label was sent out on December 31, 2014 to Mr. [redacted] via mail for the Massage Table to be picked up.
Mr. [redacted]'s account indicates he contacted Fingerhut Customer Service several times between January 2015 and March 2015 on the status of his return. Mr. [redacted] was advised that the return has not been received and an affidavit was sent out to Mr. [redacted].
We were able to locate the return tracking and can confirm we received the return on January 12, 2015. The return information did not process until March 10, 2015 when Mr. [redacted] contacted Fingerhut Customer Service. The representative was able to locate the return information and credit Mr. [redacted] the $169.99, leaving a balance of $65.99 for the original shipping and handling.
Per our return policy, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective or in the case of a shipping error."
As a courtesy we have removed the $65.99 original shipping and handling charge and credited the remaining late fee of $30.87 leaving Mr. [redacted]'s account at a zero balance.
Additionally, we updated this information to the credit reporting agencies and advise Mr. [redacted] to allow up to 60 days for the update to process.
Our customers are very important to us and we strive to assist and satisfy them. I trust with this explanation and credit we have done so with Mr. [redacted].
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/CC
Initial Consumer Rebuttal /* (2000, 10, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
CONFIDENTIAL COMMUNICATION May 23, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’ concerns regarding the time frame for our express shipping. Our records indicate Mr. [redacted] placed an order on May 11, 2016 for the Men’s Reebok Trailgrip Running Shoes in Brown size 11. Mr. [redacted]’ order shipped on May 12, 2016 and per the tracking information from the UPS website the order was delivered on May 16, 2016. Express delivery means the order will ship within 1 business day and delivered within 2 business days from the time it leaves our warehouse. Business days do not include weekends or holidays. The timeframe for express delivery is listed on our website. Based on the shipping and tracking information the requirements for express delivery were met and within the time frames stated. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION August 25,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she purchased a computer with a warranty from Fingerhut in April that is no longer working. She contacted Dell to have the computer repaired and it only worked for a brief period. She would like to have the computer replaced being she is still paying for the item. Our records indicate Ms. [redacted] purchased a Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer with a 2 Year Service Plan on April 9, 2016. On August 4, 2016 Ms. [redacted] contacted Fingerhut stating the computer she purchased was no longer working properly. Ms. [redacted] was advised all product concerns would need to be handled by the manufacturer, Dell, as the merchandise was still covered under Dell’s manufacturer warranty. Ms. [redacted] contacted Fingerhut on August 8, 2016 stating Dell had tried to fix the computer, but it was still not working properly. As a goodwill gesture to Ms. [redacted] we will be shipping her a new Dell Inspiron 23.8" Full HD Windows 10 All-in-One Desktop Computer. This order was placed on August 24, 2016 and has an expected delivery date of September 2, 2016. For future reference Ms. [redacted] should be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
According to company records the refund due for [redacted] under account# [redacted] was $73.08. This refund was processed on 4/**/16 and sent directly to the customer’s bank account. The customer has been provided contact information should he have additional concerns.
[redacted] and [redacted]'s refund check for ($160.05) wasprocessed as of October *, 2015. The check will be sent to the customer's current address on file. On October *, 2015, I spoke with [redacted] and I advised that the refund check of $160.05 was processed on October *, 2015. [redacted] confirmed he did receive an email a few days ago advising ofthe check being processed but has not received as yet. I explained I will update the Revdex.com of the status of the check and that I still have a follow up open and will contactthem on October **, 2015 to confirm refund check receipt if I do not hear from them before that date. [redacted]understood.
I am rejecting this response because:
Gettington has not credited my account, they added $24.36 for a total of $48.72 in late fees. For the record, PNC put the stop payment on the check the supervisor said had not been received. I want all bogus late fees removed from my account. Payment for January will be received on January 6 2017.
Full response attached. CONFIDENTIAL COMMUNICATION: Ms. [redacted] should expect to receive a billing statement each month, showing an amount due by a certain date each month. She can make payments on our website, by calling or us by mailing her payment in. If she needs to make payment arrangements, she...
can call us at ###-###-#### between the hours of 7:00am and 9:00pm, CT, Monday through Friday. We have credited a late fee as a courtesy, and that will be reflected on a future billing statement.
This account has been brought to a zero balance and recalled from the outside collection agency.
Thank you for referring the complaint of [redacted] to our office for review. We appreciate your bringing this matter to our attention. No additional information was provided by [redacted] to warrant a change in Verizon’s decision. Records show service order [redacted] completed 08/**/15 disconnecting the Verizon service. Additional research shows a confirmation email was sent to [redacted] at [redacted] advising of the closing bill, early termination fee and returning equipment. On closing statement date 08/**/14 shows previous balance $225.82, payment received $225.82cr, balance forward $.00, Total new charges $86.53. Records show on final bill date 09/**/14 previous balance $86.53 total new charges $0.0 total amount due $86.53. Final bill date 10/**/14 reflects total due $86.53 with no payment received. Account notes show [redacted] spoke with a Verizon representative on 08/**/14 requesting the disconnection of service advising service currently set up at new location, but failing to provide current address. In addition, [redacted] spoke with a Verizon representative on 08/**/14 regarding return mailers. Additional account research failed to locate any returned pieces of mail to Verizon. Records show a payment of $86.53 was received on 03/**/15 bringing the account balance to zero. Research determined the account has been correctly credit reported and will not be recalled from credit reporting agencies, as payment was received after the account was reported. In addition, the account should reflect as paid collection on [redacted]’s credit report. We trust this information will assist you in closing this complaint. If you have any questions regarding this matter, please do not hesitate to contact me at 1/###-###-####. Thank you, Amy B. Verizon Executive Customer Relations 1/###-###-####
CONFIDENTIAL COMMUNICATION
March 23, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your...
office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are sorry that Ms. [redacted] was told in November of 2015 that her due date would be changed. Our records indicate that on November 25, 2015 while Ms. [redacted] was on the phone with a representative who agreed to change her due date, she hung up before he was able to process this change. We advise it can take one to two billing cycles to be updated however, we show that the due date has remained the 7th of every month and has not changed.
There are no notes indicating a billing date change from our contact with Ms. [redacted] on December 1, 2015, however the note does mention that she would be able to pay on the third of each month. As a courtesy we have waived the last two late fees of $29.98 and $14.99.
Ms. [redacted] has expressed she would like her due date later in the month, but we need to speak to her to make this change. We attempted to contact Ms. [redacted] by phone on March 23, 2016 regarding her inquiry but were unsuccessful. We need Ms. [redacted] to call us at ###-###-#### so we may assist her further. As a reminder, we strongly encourage our customers to make payments on our website or by phone (same day or scheduled future payments) in an effort to avoid the possibility of late payments when mailed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
I am rejecting this response because All I am asking is fot the whole account to be removed.it is paid
Records indicate Ms. [redacted] contacted PayCheck Direct on April 14, 2017. During this phone call she was advised to send PayCheck Direct a copy of her bank statement showing payments were being withdrawn from her savings account. Ms. [redacted] contacted PayCheck Direct a second time on April 25, 2017. At...
this time she was advised PayCheck Direct is unable to refund the overdraft fees into her bank account. PayCheck Direct did receive a bank statement from Ms. [redacted] on April 25, 2017. No fees will be reversed. Ms. [redacted] was advised to contact PayCheck Direct to change bank account information, in which they never received contact from Ms. [redacted]. Should Ms. [redacted] have any additional questions regarding this matter she may contact PayCheck Direct’s Payment Department at ###-###-#### Monday-Friday 8:00AM-6:00PM Central Standard Time.
April 22, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015. For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####. Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
Company records show the customer’s was a part of a group trouble that has been resolved. Calls to confirm resolution with the customer on 6/*/15, 6/*/15, and 6/**/15 have been unsuccessful. A letter asking the customer to call has been mailed.
On 3/**/17, a Verizon representative spoke with the customer about the concern. The representative issued an adjustment to the account of $137.79 which include tax for the onsite installation charge. The representative also issued a 2nd credit of $29.99 for the...
activation fee as a courtesy due to customer service experience. We apologize for the inconvenience this matter caused.
Verizon dispatched a technician and repaired the service. Verizon has verified with the customer the service is working. Verizon has issued out of service credit for the high speed internet service based on the documented time out of service condition. This credit should be...
reflected on the September bill.We trust this information will help to resolve [redacted]' concerns.
The customer's service is not with Verizon but with [redacted]. Please serve this complaint to [redacted] so that they can follow the process and contact Verizon regarding the consumer's repair. Once [redacted] contacts Verizon, Verizon will be able to dispatch to assist the customer. To continue to serve Verizon with this complaint will only delay the customer's repair.
CONFIDENTIAL COMMUNICATION May 27, 2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she is rejecting our previous response due to the fact the Dell Inspiron 15.6" HD 4GB Windows 10 Laptop Computer was defective and not used very often. Ms. [redacted] is once more requesting a refund and insists that she returned it to us within the 90 day timeframe. She has indicated that she is disappointed in the customer service she received, specifically that we did not call her about the issue. Please understand, our return policy states that computers have to be returned within the 30-day home trial period. This applies to both credit and exchange. Ms. [redacted] placed the order for the laptop computer on March 5, 2016 and it was returned to us in the mail stream on April 26, 2016 (and the return was processed on April 28, 2016). Consequently, we are unable to make an exception to our thirty day return policy by accepting the computer as a return. We were not contacted by Ms. [redacted] prior to April 26, 2016 when the computer was returned to us. While we sympathize with Ms. [redacted]’ situation, we are bound by our company’s policies and procedures. Our return policy is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. We are sorry to hear that Ms. [redacted] has been disappointed with our customer service. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted]’ expectations. Again, we ask that Ms. [redacted] please refer to the manufacturer’s information received with her product and contact them to report the problem. The contact number for Dell is ###-###-####, representatives are available Monday-Friday 8 am - 9 pm. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION May 26, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states he enrolled in the SafeLine protection plan for his Fingerhut account, and “well over 7 weeks ago” he provided all required documentation for his disability claim. However, he states Fingerhut has not responded and continues to receive calls “at all hours and a minimum of 7 times each day.” Mr. [redacted] requests that the SafeLine agreement be honored. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
After reviewing Ms. [redacted]’s account, we show she placed an order on February 21, 2017 for the 36-inch 3-
Piece Wise Men Set and a pair of Keds shoes. The shoes were delivered on March 2, 2017 to Ms. [redacted]’s
address on file. When the shipping company delivered the 3-Piece Wise Men Set, they were...
delivered and left
at the front door.
When Ms. [redacted] contacted us on March 8, 2017 saying she did not receive the item, an affidavit for NonReceived
Merchandise was sent to her. After we received the affidavit, Ms. [redacted] was informed she would
need to provide a police report because there was a previous Merchandise Not Received claim on her account.
Ms. [redacted] contacted us back on April 10, 2017 to inform us that the police department would not file a report
as the issue was a civil matter. We then contacted the sheriff’s office regarding this issue. After speaking with
the sheriff’s office, there was no paperwork for this issue.
We were able to verify that Ms. [redacted] attempted to file a police report and will issue a credit for the missing
item. Ms. [redacted] will receive a credit of $151.68 for the item she did not receive, along with interest of $10.77,
bringing her account balance to $315.02. Ms. [redacted] will see the credit reflected on her statement within 1-2
billing statements.
If Ms. [redacted] has any issues going forward with not receiving her packages, we will require a physical copy of a
police report. We suggest that Ms. [redacted] ship her packages to a more secure address or adding the additional
protection to sign for her packages. Please note not all orders qualify for this service and there is an additional
charge of $3.50.
If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service